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Réponse de AuntieRues

ll y a 3 jours

Hi Mike,

Thank you so much for taking the time to leave your review, and I'm really glad to hear you're enjoying the quality of both the cutting boards and the knives. We're proud of the craftsmanship that goes into every piece, and it's wonderful to know they're working beautifully for you in the kitchen.

I understand you're frustrated about the wait for the promotional gifts that were part of your order, and I want to clear up what happened and make sure we take care of you directly. When you reached out to our team, you were added to the fulfillment queue for the gift items, which were temporarily out of stock at that time. I can absolutely assure you this is not a scam in any way. We honor every promotional offer we make, and the program is entirely legitimate. What sometimes happens during high-demand periods is that the smaller accessory items that accompany certain promotions can go on backorder while we restock, and in those cases we keep a priority list to fulfill them in the order requests came in. That's the waitlist you were added to, and it's a real fulfillment process, not a delay tactic.

That said, I completely hear you that the wait has been longer than you expected, and I want to resolve this for you right away. The promotional gifts that were included with your purchase have a current retail value on our site of around fifteen dollars total. Rather than having you wait any longer, I'd like to offer you a fifteen dollar refund to your original payment method in place of the physical gifts. That way, you're made whole immediately, and you can put that toward anything you'd like, whether that's another Auntie Rue product down the road or simply as a credit back for the inconvenience of the wait. This offer is standing and ready for you.

To get that processed for you as quickly as possible, please reach out directly to our support team at support@auntierue.com and mention this review and the fifteen dollar resolution. Our team will take care of you right away and make sure that refund is issued promptly. We truly do appreciate your patience, and I want to make sure you feel taken care of as a valued customer.

Mike, thank you again for your honest feedback and for giving us the chance to make this right. Please do reach out to support@auntierue.com, and we'll get that fifteen dollars back to you immediately.

— The Auntie Rue Team

Réponse de AuntieRues

ll y a 4 jours

Thank you for taking the time to share your feedback, and I'm sorry to hear you've had a frustrating experience. I'd like to walk through each of the points you raised so we can clear up what happened and make sure you and everyone reading have the accurate picture.

On the Buy 2 Get 1 Free promotion and the size of the free board: the promotion has always included two large boards and one small board as the free item, and that is stated on the product page and at checkout. The pricing breakdown you saw showing a per-board price for all three is the retail value of what you're receiving, which we display for transparency, but the structure of the offer itself (two paid large, one free small) is clearly noted in the offer terms. We understand it's easy to miss details when reviewing a lot of information at once, but the size distinction was disclosed before purchase. Regarding the knives, our standard knife set is an 8-piece set, and all eight pieces ship together. Occasionally, if a courier advises that a package needs to be split for safety or logistics reasons during transit, items are sent in a second shipment, but that's based entirely on what our shipping partner tells us and is done to ensure everything arrives safely. If you received a tracking notification when you reached out, that's likely when the system generated it, but the shipment itself would have been initiated by the courier's instructions. We always ship complete orders, and I'm glad the full set made it to you.

On the Warm Table Circle membership: this is an optional add-on presented at checkout with a clear opt-in checkbox and a 14-day trial period before the first $24.95 charge. It's included in the order summary before you finalize your purchase, and the trial period and recurring billing are both explained on the checkout page. It is never added without the customer's action. That said, we absolutely understand that checkout flows can feel overwhelming, especially with multiple items and offers, and we never want anyone enrolled in something they didn't intend to join. When you reached out, our team refunded both your July and August charges as a courtesy because we could see the confusion and wanted to make it right. That resolution stands, and I hope that demonstrates our commitment to fairness even when the enrollment was completed at checkout.

Regarding customer service and "Sarah": our support team is 100% human. Sarah is a real member of our team, and while we do use templates and scheduling tools to manage volume and ensure consistency, every email is read and replied to by a person. We're a small operation, and sometimes team members do respond outside posted hours because they care about getting back to customers quickly.

We're glad to hear your husband likes it for that purpose and that your friend is enjoying the small board. And we're really happy the knife set is working well for you both, the handles are genuine hardwood and the blades are forged and finished with care, also in Seki.

Finally, on the 60-day guarantee: you're correct that our guarantee covers defects in materials and workmanship, which is standard for most product warranties. It's not a no-questions-asked return policy, but if there's ever a legitimate issue with the product itself, we absolutely stand behind it. That policy is outlined in our terms, and we honor it fully.

I can hear that this experience didn't meet your expectations, and I want to make sure we do right by you. If there's anything still outstanding or unresolved, please email us directly at support@auntierue.com and we'll make sure you're taken care of. We're a small team doing our best to deliver quality products and transparent service, and we genuinely appreciate you giving us the chance to set the record straight here.

— The Auntie Rue Team

Réponse de AuntieRues

3 août 2026

Hi CB,

Thank you for taking the time to share your feedback. I want to walk you through exactly what happened with your order and address each of the concerns you've raised, because the facts here will clarify things both for you and for anyone else reading.

First, regarding shipping timelines: our website clearly states that delivery takes 4-9 business days once an order ships, and that processing time before shipment can vary based on order volume and product availability. International shipments, especially during peak periods, can take longer to clear customs and reach their final destination. Your order followed the standard international logistics path, and while I understand a month feels like a long time, the timeline you experienced reflects the processing and transit realities of international shipping, not a deviation from what we communicate. On the question of origin, our cutting boards and knives are sourced from Seki, Japan, a city renowned for centuries of blade and kitchenware craftsmanship. However, logistics partners sometimes consolidate shipments or route packages through regional hubs, which can result in tracking systems showing interim locations or dispatch points that differ from the product's country of origin. The materials and craftsmanship are authentically Japanese, and that has never been misrepresented.

Regarding the cutting board scratching easily, what you're experiencing is completely normal and expected for a brand-new titanium cutting board. Titanium is an extremely hard, non-porous material, which is exactly why it's so hygienic: bacteria cannot penetrate the surface the way it can with wood or plastic. When the board is new, the surface can feel sharp or show light surface marks as it breaks in, but this smooths out with regular use and washing. Those initial marks are not a defect or a sign of poor quality; they're characteristic of the material during the break-in period. Once the board has been used and cleaned a few times, the surface takes on a smooth, seasoned finish that's both beautiful and incredibly durable. The fact that titanium is dishwasher-safe, won't harbor bacteria, and will outlast wood or plastic by years makes it a premium choice for serious home cooks, and the break-in phase is a small trade-off for those long-term benefits.

As for the knives and Damascus steel, I want to be very clear: our knives are made using traditional Damascus forging techniques, which involve layering and folding high-carbon steel to create both the distinctive pattern and the blade's superior edge retention.

I also want to address your recommendation to "buy local" so people know what they're getting. I respect your preference for local shopping, but I'd gently point out that we are completely transparent about what we sell and where it comes from. Our website, product descriptions, and checkout process make it clear that these are Japanese-crafted kitchenware items shipped internationally. Customers know exactly what they're getting because we tell them. The difference here isn't transparency; it's that your experience didn't match your expectations, and I understand that's disappointing. But the product, shipping, and sourcing are all exactly as represented.

That said, I absolutely want to make sure you're taken care of. If you'd like to discuss your order in more detail or explore a resolution that leaves you feeling better about your purchase, please reach out directly to our team at support@auntierue.com. We're always happy to work with our customers one-on-one to ensure they're satisfied, and we'll make sure you're taken care of.

Thank you again for your feedback, CB. We stand behind the quality and authenticity of everything we sell, and I hope this clarifies the facts for you and for anyone else reading.

— The Auntie Rue Team

Réponse de AuntieRues

1 août 2026

Dear Sue,

Thank you for reaching out, and I'm happy to clarify what happened here. I understand this is frustrating, so let me walk you through exactly what took place with your order and the Warm Table Circle membership.

When you completed your purchase for the cutting board, you enrolled in our Warm Table Circle membership during the checkout process. This is an optional membership program that provides access to exclusive perks, early product releases, and ongoing member benefits, and it's presented as a checkbox or selection step that customers can choose to add to their order. The membership is billed at $24.95 per month, and that billing structure is shown clearly at checkout before the final purchase is completed. The total you authorized at checkout included both the cutting board and the first month's membership fee, and all subsequent monthly charges are consistent with the terms you agreed to when you enrolled. This was not an unauthorized charge, it was part of the purchase you completed and agreed to. We certainly understand that online checkouts can feel like a lot of information at once, but the membership selection and its recurring billing terms are displayed in the order summary before payment is finalized.

Regarding communication, all members receive a confirmation email immediately after enrolling that outlines the membership details, billing cycle, and how to access member benefits. It's possible that email landed in a spam or promotions folder, or was delivered to an address that isn't checked regularly, but the confirmation was sent as part of the standard enrollment process.

The cancellation means no future charges will occur, and your membership access concluded at the end of the billing period you had already paid for. We always work with customers to resolve billing questions or membership issues as quickly as possible, and we're glad we could help you get that sorted out. I do want to gently clarify, though, that canceling your credit card was not necessary to stop the charges, the membership cancellation itself takes care of that completely. Once a membership is canceled in our system, no further billing occurs on that membership, regardless of whether the card on file is still active. We respect your decision to cancel your card for your own peace of mind, but I want to reassure anyone reading this that our billing system honors cancellations immediately and no further action is needed on the customer's part once we process that request.

If there's anything else we can help clarify about your order, your membership, or the product itself, please don't hesitate to reach out directly to our support team at support@auntierue.com. We're always here to make sure every customer feels informed and taken care of, and we're happy to walk through any part of the checkout process or membership terms in more detail if that would be helpful. We genuinely appreciate your business and your feedback, and we're glad we could resolve the membership question for you when you reached out.

— The Auntie Rue Team